DIGITAL TRANSFORMATION

The Branch in the

Banking Digital Age

GFT Consulting IT SLU

Today

Digital Technologies will Accelerate the Branch Transformation,

but will not make them extinct because the costumer cares…

Bank’s channel usage

Remote channels do not support Older, some other customers, still look for
transactions where physical components human interaction and confidence with
are involved (cash, coins, bank checks, bills, their bank branch. Personal treatment
foreign currency…)

90% of customer prefer face-to-

New Clients Onboarding and face advice for complex
Contract Opening processes still operations Source: TSB. Why Branches Matter in the Digital Age. Feb 2015
requires to visit the branch at some
process step The acquisition of new clients still
happens in the 80% of cases in the
Multiple Sources: Capgemini - The Future of Bank Branches, Coordinating Physical with Digital.
PwC, Rebooting the branch: Reinventing branch banking in a multi-channel, global environment.
branch

GFT Group 03.09.2015 2

Branch of the future.

Client

Clients that do not

want or do not Digital Banking relationship model
know interact
digitally Traditional Client Digital Client

Virtual Clients that can and

Physical want to interact with
Branch
Branch (formerly, online
the bank through the
channels)
digital channels …

… but for any reason they must

complete the interaction in the
physical branch

GFT Group 03.09.2015 3

Branch of the future. Pillars

Client

Physical Items Human interaction

Physical Components Personal Treatment
Client Onboarding and Complex Operations
Contract Opening Client Acquisition

Physical Branch

Spaces Accessibility Interaction

GFT Group 03.09.2015 4

THE PHYSICAL
BRANCH
Physical Branch of the future. Pillars

The Branch is there, where and when

the client needs it
Accessibility

The client can satisfy his needs,

digitally and/or physically
Interaction

Making the branch visit a pleasant

experience, not a binding obligation
Spaces
Physical Branch of the future. Pillars

GFT Group 03.09.2015 7

 Accessibility

§  Are my branches in the right place?

§  Are the opening hours the most convenient for my clients?
§  Can the client access to the branch from multiple digital and physical points
§  Is the staff ready to understand the profile of clients attended in each branch?. Are the
decision making processes behind the branch ready to understand the specific client
profile needs?
§  Can I track the usage of by physical branch network and improve the pillars
(feedback)?

ü  Street traffic measurement & street conversion (% of street traffic visiting
the branch)
ü  Real time footfall counting: understand how many people visit the branch
-  Make decisions about branch
and when location, staff sizing, staff
profile, opening hours,
ü  Customer dwell times and branch heat maps
decision processes, etc…
ü  Transaction execution statistics (all channels including AIO and ATM)
ü  Client profile

GFT Group 03.09.2015 8

Interactions

Welcome Queue Management Start Digital Transactions

Traffic counting
The shop Battery Charge Totem
informative

ATM 2.0 Knowledge

Façade AIO Self-service & assisted

Secure delivery Secure delivery

Teller
Boxes Boxes

Wifi Onsite advice

Battery Charge &
other facilities Remote advice

Experience
feedback

GFT Group 03.09.2015 9

Spaces

! Extended Opening Hours " Modular design

Assisted and Self-Service

Knowledge area

Façade

Mobility of employees

Face-to-face advice

Welcome

Video conferencing

Waiting area
Interactive touch screens

Secure delivery boxes

GFT Group 03.09.2015 10

 Physical Branch types

Current traditional branches will evolve to 4 models of new branches, customer and market
characteristics will determine the perfect fit of branch-type mix for each bank
q  Brand image reinforcement
1. Flagship Branch q  Lab of new products, services and 2. Standard Branch
q  Full service to clients:
digital solutions
q  Self-service (24x7)
q  Full service to clients:
q  Assisted (12x5)
q  Self-service (24x7)
q  Face-to-Face Financial
q  Assisted (12x5)
Advice (8x5)
q  Face-to-face Financial Advice (8x5)
q  Conferences and training rooms for
q  Conferences and training rooms for clients and employees
clients and employees
q  Shared spaces where organize
q  Shared spaces where organize external events
external events

3. Light Branch 4. Mobile Branch q  Self-Service only (24x7)

q  “Easy to move”. Capacity to be
q  Full service to clients:
temporally installed in events (e.g.
q  Self-service (24x7)
congresses, touristic zones in
q  Assisted (8x5) summer, etc..) or in busy areas of
q  Remote Financial Advice big cities (airports, train stations,
(8x5) (videoconference) business parks…)
q  Operated only by one employee (non- q  Located in shared spaces with third
cashier) companies strategically selected
Physical Branch Governance: Dashboard
Compound dashboard:
Counting
•  Store Footfall Counting (clients/
no clients/total)
•  Street Traffic Counting
•  Street conversion (% of traffic
visiting the branch)
•  Transaction counting (total, self-
service, assisted and traditional)
•  Queries served by digital
devices (façade and totem
informative)
GFT Group
metrics + branch internal IT metrics
Performance Feedback
•  Transaction conversion (% •  Ranking of queries served (total, by
transaction/visits) type, by product or service,…)
•  Queries conversion (%queries •  Customer Feedback
served/visits) •  Satisfaction measurement
•  Queue indicators (num, waiting
time àmax/min/average)
•  Queries served by digital devices
(façade and totem informative)
•  Customer dwell times and
branch heat maps
03.09.2015 12
THE VIRTUAL
BRANCH
Virtual Branch

§  The Virtual Branch is the evolution of the online channels, embedding on them the capacity of interaction with a
Remote Advisor (Human Interaction).
§  Used for/by Digital Transactions/Clients
§  Accessible by mobile (& wearables) , internet, TV, immersive channels in shops, etc…and from the physical branch
by multiple devices, allowing clients to start a transaction digitally and finalize it physically.

Digital Transaction Digital-Physical Transaction

Start contract new card Attach required data Sign new contract Start contract new card Attach required data Sign new contract

Sign-up process Sign-up process Biometric Sign

Step 1 : Digital at Home Step 2 : Physical in the branch
( Hassle-free actions) ( Hassle-free actions) (Manuscript)

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Digital branch services and devices (1/3)

DEVICES & SERVICES OBJECTIVES

Client
Relationship To provide personalised face-to-face advice to the client.
Manager

Face-to-face on-demand execution of transactions on behalf of the

Teller client, including the ones that involve cash.

Advanced video “Near face-to-face” personalised advice to the clients. Allows banks
conference to provide on-site advice to clients regarding very specialised
devices matters without having specialised experts in all the bank branches.

Allow clients (only) to execute the 100% of the transactions available

All-in-one in a bank branch in self-service or assisted mode (including
(AIO) device transactions that involve cash, bank cheques, etc).

Support and train clients using the AIO devices. The objective is to
Assistant train clients to using the AIO in self-service mode.

Pleasant place where to schedule presentation of new services, new

Knowledge technological devices or new financial products, increasing the client’s
area investment maturity. Divulgation of corporate social responsibility
activities and invite clients (and no clients) to collaborate.
GFT Group 03.09.2015 15
Digital branch services and devices (2/3)

DEVICES & SERVICES OBJECTIVES

Client
Relationship To provide personalised face-to-face advice to the client.
Manager

Face-to-face on-demand execution of transactions on behalf of the

Teller client, including the ones that involve cash.

Advanced video “Near face-to-face” personalised advice to the clients. Allows banks
conference to provide on-site advice to clients regarding very specialised
devices matters without having specialised experts in all the bank branches.

Allow clients (only) to execute the 100% of the transactions available

All-in-one in a bank branch in self-service or assisted mode (including
(AIO) device transactions that involve cash, bank cheques, etc).

Support and train clients using the AIO devices. The objective is to
Assistant train clients to using the AIO in self-service mode.

Pleasant place where to schedule presentation of new services, new

Knowledge technological devices or new financial products, increasing the client’s
area investment maturity. Divulgation of corporate social responsibility
activities and invite clients (and no clients) to collaborate.
GFT Group 03.09.2015 16
Digital branch services and devices (3/3)

DEVICES & SERVICES OBJECTIVES

Client
Relationship To provide personalised face-to-face advice to the client.
Manager

Face-to-face on-demand execution of transactions on behalf of the

Teller client, including the ones that involve cash.

Advanced video “Near face-to-face” personalised advice to the clients. Allows banks
conference to provide on-site advice to clients regarding very specialised
devices matters without having specialised experts in all the bank branches.

Allow clients (only) to execute the 100% of the transactions available

All-in-one in a bank branch in self-service or assisted mode (including
(AIO) device transactions that involve cash, bank cheques, etc).

Support and train clients using the AIO devices. The objective is to
Assistant train clients to using the AIO in self-service mode.

Pleasant place where to schedule presentation of new services, new

Knowledge technological devices or new financial products, increasing the client’s
area investment maturity. Divulgation of corporate social responsibility
activities and invite clients (and no clients) to collaborate.
GFT Group 03.09.2015 17
Thank you
GFT IT Consulting
Jaume González
Banking digital transformation

Avda. Alcalde Barnils 69-71

70567 Sant Cuga del Valles (Barcelona)

T +34 93 563 92 36
jaume.gonzalez@gft.com